DialLink Data Hosting
Effective Date
January 01, 2024
DialLink stores and processes customer data, where data refers to all electronic data, messages or other material submitted to DialLink by the customer through the customer’s account in connection with the customer’ use of DialLink service(s). This data is processed in compliance with applicable laws and regulations for the purpose of providing services in the DialLink product suite. As a data processor, DialLink performs operations or set of operations on this data in relation to services offered.
| DATA | DEFINITION |
|---|---|
| Ticket data | Information like custom properties, source, tags, attachments, activities in a ticket |
| Requestor data | Any data on requester's email, id, mobile, name, and phone |
| Agent/User data | Includes agent details like name, email, contact, location, group information, and user data like name, company information and custom property data |
| Call recording | Agent/User detail, company information, contact data and location |
| Conversations | Agent/User detail, company information, contact data and location, messages |
| Social content | User information like name, email, location and company information |
| Application integration data | Information related to the relationship, or linking of one data set to another, with one data set typically residing outside DialLink |
| Knowledgebase content | Details pertaining to the article topic -- category, company information and access |
| Forum data | Data related to agent/user detail like name, activity and company information; message thread data |
| Report data | Company and agent information, and ticket details |
‘Data hosted’ means data stored for delivery of services we provide as a data processor, and includes data stored for backup. ‘Data’ stated hereby is with reference to definitions specified in the table below:
Data Hosting
Data is hosted with data centers qualified by global IT standards and regulations. DialLink provides multiple locations to host data (upon purchase of Data Hosting Options). The below table summarizes various data hosting locations available with DialLink.
For customers hosted in the EEA with custom mailbox, data remains in the EEA by default. However, if customers choose to use services like 3rd party integrations and apps, custom apps then data is expected to leave the EEA (European Economic Area).
The below table summarizes various data hosting locations available with DialLink.
| PRODUCT | DATA | HOSTING DETAILS |
|---|---|---|
| DialLink | Call data, contact data, agent data Call recording* | Available in US and EEA |
*call recording for DialLink is generated in the US, temporarily held for 10 mins and then routed to the EEA.
Backup and logs
DialLink maintains a robust backup plan where data is distributed and stored in secure locations in the respective region. Logs are stored for a period of 1 year in the respective region of hosting, for all above products.
DialLink Cross-Product Authentication
DialLink’ SSO platform provides users with identity and access management capability across all DialLink products. User authentication and profile data is collected and processed within Amazon Web Services (AWS). These services comply with recommended global security standards, and have necessary measures instituted for protection of data.
Integration Data
DialLink Marketplace for DialLink showcases collection of applications for integration and productivity with 3rd party systems. API requests made by integrations may be processed outside the EEA.
For more information on data processed by DialLink, access DialLink’ Terms of Service, Privacy Notice and Sub-processors List.
